BT Complaints & Escalation

Faith_Kennedy

I have been experiencing an issue with a line which has not been used in over a year since we switched service providers (it was no longer required) and should have been cancelled or switched over to Gamma so that they could release/cancel the line.
BT failed to do so and also failed to tell us that this line even existed because this is apparently is a 'ghost line which they failed to spot.
Many many many calls have been made to BT and like everyone else we have been lied to, fobbed off and threatened with legal proceeding for not paying the bill for a line that should not even exist.
We have even been told that the line has been cancelled and given a cancellation reference, only to receive further bills & letters and to be told upon making yet another call that no cancellation ever happened.
BT are now insistent that we cannot cancel the line, nor can it be transferred, but cannot tell us why.
This is infuriating, how does BT get away with THE MOST appalling service to each and every customer?

rockin_plumber

The other halfs mum had a line problem, no ringing in property...


There was an old style junction box with a master socket about a meter away. No internal wiring or extensions in property.


The engineer changed this and said there was a problem with the wire. Took off the old style junction box and fitted master socket direct to the incoming wire.


Then comes the bill with the £130 Home Improvement Service charge!!!


The report said internal wiring was the problem, the internal wiring was between the junction box and the master socket!!


Anyway BT are looking into it...


But my opinion...


Engineer should check the problem and let customer know if its going to be chargeable giving the customer the option of saying don't bother.


And


The engineer should leave a copy of his report instead of trying to hide the charge.


This would save the hassle of finding out when your next bill is generated .


This is why I am no longer a BT customer myself!!t

BT-are-terrible

I'm the latest victim in the BT story.

I requested to have my services transferred from a previous address into a family members' address where I was moving to and where TalkTalk LLU services were already active. Instead of initiating a takeover of the line at the new address, they requested a new line service. This meant that the old service with TalkTalk was not ceased, such that today we are being billed by both BT and TalkTalk. The real problem however is that the old number is still active with TalkTalk, and BT have no way of requesting that number to port it over as it's still attached to a live service. They advise I have to cancel my services with TalkTalk directly, and then ask BT to request the number. However they say there's no guarantee of them being able to capture that number, but they didn't say that on the initial call to order the services!! In fact, it was quite the contrary; I was advised that once the number is released into the pool of available numbers, it will 'go to the bottom of the list and won't be allocated for at least 6 months'. Now once they have me live and in contract, it's an entirely different story of course.

Since then I've been past from pillar to post, within BT and between BT and TalkTalk. I've been positively abused by Indian call centre agents, who have raised their voices at me, constantly interrupted me, calling me a liar, transferred me to another agent without warning or announcement, and outright refusing to help. One even pretended that his headset/turret was on the blink so I would eventually hang up and he didn't have to deal with my complex issue. I have never, ever experienced such flagrant disregard for a customer nor the obvious unwillingness to help. Even managers refuse to take ownership of issues, or lie to get you off the phone. One Indian so called 'supervisor' promised to initiate an action and after days of not hearing back I called in, only to be advised by the UK agent that I got through to that there was nothing on the system from this Indian call centre manager. IT IS TRULY SHOCKING (The above information was all confirmed by a manager at TalkTalk, who was very helpful and knowledgeable).

Needless to say I would HIGHLY discourage, in the strongest of terms, anyone even remotely contemplating signing up for BT services and would advise them to remove the thought from their minds entirely. From my experience, and from reading the experiences of others on this forum as well as elsewhere, It is quite likely that you may be signing up for a barrel load of distress and significant amount of wasted time and money. IT'S ABSOLUTELY NOT WORTH IT!!!

BT-are-terrible

BT Company representative - You DON'T have a link in your public profile.

kenjewell

If your getting nowhere with regular BT customer services, have reasonably attempted and followed their complaints procedure then take it to the top. Libby Barr is the managing director of customer service & sales at BT.

Write her a letter or drop her an email and you will most likely be contacted by Executive customer services the same day.

Keep your initial letter to the point, try not to loose and give as much detail as possible.

There is an excellent website named ceoemail dot com which lists her contact details with a simple search.

Good luck and stand your ground.

deofernandes

I am cancelling my order to BT (British Telecom)... the broadband activation has been postponed 4 times. Put the order in 8 July, to be activated in 14 July - delayed to 31 July (17days later) - postponed again to 4 August (today) - just found out that it is going to be postponed again to 12 August. Make a call yesterday saying if it doesn't activated by TODAY (4 August) I will have to cancel it... had gone through all the phase... denial, frustration, angry, acceptance... Jus cancelling it, and order SKY to be install on the 18 August - finger crossed, the service is better than BT.

I am at the point where, I would pay extra to be on priority list (I hope there is such a thing with telecommunications, like getting on a plane as a VIP).

Frank1234

I'm hoping that some rep from BT reads this and can help to put this right.
Recently I was contacted by BT to upgrade my business broadband package.
It seemed like a good deal and after going through the details with a fine toothcomb, agreed.
I was told that the only costs we would incur would be an £8.00 charge for the router delivery.
To cut a verrryyy long story short, they sent me a bill for £98.
I did not agree this and was not told about this on the phone.
To date, I have spoken to 3 telephone representatives in India
(having to regale the whole sorry saga to each, from the beginning each time)
and was assured by each that they would action a £90 credit note.
Needless to say, this credit note has never appeared and i'm not convinced that it ever will,
unless I start making a fuss. This is what I am now doing.
PLEASE can anyone from BT sort this out for me????
Unbelievable waste of my time.

JosDewling

I am so surprised by how terrible BT's support is for a customer out of contract and looking to secure more I wanted to share it here.

I have been have broadband issues with Homehub3 for about a month. I contacted technical support which is an overseas call-centre who simply didn't understand my problem. After 20 minutes they agreed my hub was fault and offered me a new one for $35. I advised I was in the UK and expected a £ pricing but that I didn't not expect to pay for replacing faulty goods. They hung up on me.

next call they eventually offered a new router which was sent and the issue did not change. I then called again and was told me internet only goes down for short periods of time albeit regularly so it was not an issue!!!

I then entered an online chat to discuss a new package and got nowhere at all as despite having an expired contract there was no interest shown in me signing a new one with new hardware etc.

The only slight hint of interest in me as a customer was the email confirming I had cancelled my contract and telling me I should have let them know about my problems!

I have requested a refund for the faulty broadband. I don;t expect to hear from BT again.

JJ_Egan

The HH 3 is your property not BTs once the initial contract period has ended .
That is new contract and new hub contract is 12 months . BT responsible for Hub then you are responsible from month 13 .

Refund possible but they will bill you for any months remaining on your contract .

shawneenmc

Disgusting customer service from India call centre and BT scamming money out of elderly people!!!!

My parents have been customers with BT for over 20 years... After getting talked into signing up for broadband for a year (this was 2 months ago) - they were told that this would be unlimited and free for 1 year. That under no circumstances would they be charged...

They have been charged twice in 2 months!!! BT are saying that they have gone over their 10GB monthly allowance twice. They were told that the broadband would be unlimited and there would be no charges!!!

Also even if there was a 10GB allowance they had agreed to. It is impossible they have exceeded it, as my parents do not own a pc or laptop or anything that connects to the internet. The only time it is used is when a grandchild visits and maybe looks on facebook via their phone.... I am an I.T. professional and have worked in this area for over 15 years and I know for certain that they have not exceeded an allowance..

I have spent hours on online chat (always to india). I have been disconnected and passed to 5 different people. No one has actually helped me.. I have spent hours on the phone - always India and have been told that no one can help... I have never in my life come across such a disgraceful and disgusting customer service.

I am appalled that BT are getting elderly people to sign up to services, telling them they wont be charged and then taking their money!!!!

Why is their no email adress to log a complaint???? Why is it not possible to ever speak or communicate with anyone in the UK?

The centres in India do not have a clue what they are doing... They say they cant help and there is no other number to call.. No one can help... I am speechless...

I have logged a complaint with the ombudsman - I have spent days on this issue and am no further forward. In the meantime BT are still scamming money out of my parents..

I will be willing to take this to court and have spoken with a solicitor - DISGUSTING